--- title: "Mahesh Chavare - Senior Project Leader - Contact Center Technology Management in Navi Mumbai | Tal" description: "Meet Mahesh Chavare, Contact Center Technology Leader | CX & Digital Transformation | Contact Center Modernization | AI/GenAI | Genesys | Avaya | NICE | IVR | RBI & IS Audit Compliance | BFSI | 15+ Years | MBA (IT) based in Navi Mumbai. AI stack includes gemini and Microsoft Copilot." image: "https://tal.club/meet/mahesh-shamarao-chavare/share-image" --- # Mahesh Chavare on Tal ## Headline Contact Center Technology Leader \| CX & Digital Transformation \| Contact Center Modernization \| AI/GenAI \| Genesys \| Avaya \| NICE \| IVR \| RBI & IS Audit Compliance \| BFSI \| 15\+ Years \| MBA \(IT\) ## About Technology & Service Delivery Leader with 15\+ years of experience delivering large\-scale BFSI technology initiatives across Contact Center Platforms, CX Transformation, IT Service Delivery, Cloud Migration & Infrastructure Transformation, Operational Resilience, Regulatory Compliance, and Digital Modernization\. Broad BFSI domain exposure across Banking, Capital Markets, Mutual Funds, and Insurance through engagements with IDBI Bank, IDBI Capital, Central Bank of India, IDBI Mutual Fund, and IDBI Federal\. Currently leading enterprise contact center technology and service delivery for IDBI Bank, overseeing Genesys, Avaya, NICE, IVR, and Talisma CRM platforms supporting 650\+ concurrent seats with 99\.5% uptime, 24Γ—7 operations, regulatory compliance, and operational resilience\. π—žπ—²π˜† π—”π—°π—΅π—Άπ—²π˜ƒπ—²π—Ίπ—²π—»π˜π˜€: β€’ Reduced telephony operating costs by 20% through infrastructure modernization and platform optimization\. β€’ Implemented GenAI voice bots, Agentic AI, and sentiment analytics, increasing customer self\-service adoption by 20%\. β€’ Led cloud migration readiness, infrastructure modernization, virtualization \(P2V\), and DC\-DR transformation initiatives with zero downtime, improving operational resilience and reducing RTO by 40%\. β€’ Delivered enterprise integrations across Finacle, EFRMS, ATM, SMS/OTP, CRM, and Digital Banking platforms, enabling seamless customer engagement and operational efficiency\. β€’ Built an omni\-channel customer communication and fraud alert ecosystem across IVR, WhatsApp, SMS, Email, EFRMS, and Digital Banking channels, strengthening customer engagement and fraud mitigation\. β€’ Governed RBI compliance, IS Audits, PCI\-DSS, VAPT, AppSec, and cybersecurity controls across 15\+ banking systems\. β€’ Led cross\-functional teams, vendor governance, SLA management, change governance, and incident response to ensure uninterrupted 24Γ—7 banking operations\. π—˜π˜…π—½π—²π—Ώπ˜π—Άπ˜€π—²: IT Service Delivery \| Technology Leadership \| Program & Project Management \| Contact Center Technology \| CX Transformation \| Digital Transformation \| Cloud Migration & Infrastructure Transformation \| Operational Resilience \| DR/BCP \| RBI Compliance \| Vendor Governance \| SLA Management \| AI/GenAI \| API Integration \| Finacle \| Genesys \| Avaya \| NICE \| OCI Cloud Passionate about leveraging technology, AI, and automation to enhance customer experience, operational resilience, and business outcomes in the BFSI sector\. Open to leadership opportunities in BFSI Technology, IT Service Delivery, Contact Center Modernization, Customer Experience \(CX\), and Digital Transformation\. ## Location Navi Mumbai ## AI stack gemini Microsoft Copilot ## Work experience Senior Project Leader \- Contact Center Technology Management at IDBI Intech LTD, Jul 2021 \- Present Β· 5 yrs 5 mos, Navi Mumbai, β€’ Owned enterprise customer experience and contact\-center platforms supporting 650\+ concurrent users across voice, IVR, recording, email, and digital service channels, maintaining 99\.5% uptime, SLA/KPI compliance, service availability, operational resilience, and customer service continuity for 24x7 banking operations\. β€’ Led Agile delivery, end\-to\-end architecture, and service governance for complex contact\-center applications, managing vendor deliverables, stakeholder expectations, risk reviews, and high\-availability solutions across banking operations\. β€’ Governed and integrated Agentic AI and IVR platforms with Finacle, Connect24, ATM, SMS OTP, EFRMS, and digital banking platforms, increasing self\-service adoption by 20% and strengthening transaction security\. β€’ Directed UAT, PAT, and sanity testing across 15\+ banking systems, ensuring high\-quality production releases and seamless go\-live execution\. β€’ Led DR and BCP readiness for contact\-center platforms and critical integrations, improving resilience, reducing RTO by 40%, and supporting regulatory compliance, business continuity, and operational risk mitigation for mission\-critical banking services\. β€’ Managed vendor governance, service reviews, platform upgrades, SLA adherence, escalations, and stakeholder alignment across critical contact\-center environments, ensuring uninterrupted service continuity\. β€’ Led cross\-functional delivery teams and coordinated 25\+ stakeholders across Information Security, Core Banking/CBS, Network, and Digital Operations, supporting capacity planning, resource alignment, service delivery governance, and deployment of high\-availability CX applications in alignment with RBI regulatory requirements\. Project Leader \- Contact Center Technology Management at IDBI Intech LTD, Jul 2018 \- Jun 2021 Β· 3 yrs, Navi Mumbai, Maharashtra, India Senior team leader at IDBI Intech LTD, Jul 2015 \- Jun 2018 Β· 3 yrs, Navi Mumbai, Maharashtra, India FMS at CMS Infosystems Pvt\. Ltd\., Jan 2007 \- Oct 2007 Β· 10 mos ## Education Master of Business Administration, Information Technology, Sikkim Manipal University \- Distance Education Bachelor's Degree, VES College of Arts, Science & Commerce \(VESASC\) [View the original profile](https://tal.club/meet/mahesh-shamarao-chavare) ```json { "@context": "https://schema.org", "@graph": [ { "@type": "Person", "@id": "https://tal.club/meet/mahesh-shamarao-chavare#person", "name": "Mahesh Chavare", "url": "https://tal.club/meet/mahesh-shamarao-chavare", "image": "https://tal.club/meet/mahesh-shamarao-chavare/profile-photo.jpg", "description": "Meet Mahesh Chavare, Contact Center Technology Leader | CX & Digital Transformation | Contact Center Modernization | AI/GenAI | Genesys | Avaya | NICE | IVR | RBI & IS Audit Compliance | BFSI | 15+ Years | MBA (IT) based in Navi Mumbai. 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